Job Posting Customer Success Agent The Role You will meet our customers and help them set up and learn to use Club Unity tee sheet software. This reservations platform is the backbone of our customers' customer's user experience.
You'll work with golf professionals, introducing them to modern software in a space overrun by legacy players. You'll be showing them an easier way to do things, showing them how much time they'll save and how many complaints they'll no longer deal with. You'll inspire them with confidence to introduce new software to their members.
After they go live, you'll continue to support them as their primary contact. You'll answer questions and troubleshoot any issues that arise, occasionally escalating to our developers for quick resolutions.
Core Responsibilities Implementation
Host kick-off meetings with new customers introducing them to the software and the self-guided configuration guide
Monitor and assess implementation progress and hold regular, pre-set check-ins with new clients
Manage implementation timelines for new customer software rollouts
Teach and guide new customers through common workflows during their testing and practice period
Advise new customers on best practices to help meet their service objectives
Training
Use train-the-trainer methodology: train one golf qualified per club who becomes the internal tee sheet expert
Provide SOPs as required
Introduce customers to the software knowledge base and support platform
Support
Manage support inbox and handle tier-one tee sheet support tickets
Use Loom (video platform) to respond to support requests
Diagnose and resolve common issues independently
Escalate complex technical issues to the development team
Follow up on escalations to confirm resolution and client satisfaction
Customer Success
Maintain and update Club Unity knowledge base as needed
Adapt training and support materials for French-language customers
About Club Unity Club Unity is a B2B SaaS platform serving private clubs across Canada with a platform that facilitates online reservations (tee times, courts, classes, etc.), point of sale operations, membership management, and accounting. Demand for our software and service is surging and we're expanding and looking to add to our team.
Who You Are
Fluent in French and English, both spoken and written, since you'll train customers and write support materials in both languages.
You are good at learning how to use new software. You pick things up quickly and are not afraid to ask for help after you’ve searched the web and used AI to seek answers
You are comfortable and confident teaching others what you know
You believe that service is a product and a promise. You treat customers as valuable relationships and their success gives you a sense of accomplishment
You can diagnose why something isn't working and communicate it clearly and helpfully to both the customer and our technical team
Nice to Have
Background in golf club or hospitality operations
Experience training colleagues or customers on new software systems
What Success Looks Like In your first 90 days, you'll:
Learn tee sheet workflows and understand how they fit into the day-to-day lives of our customers and their members
Review implementation and documentation and familiarize yourself with the new customer onboarding process
Monitor the support inbox and work alongside your colleagues to support new and existing customers In your first year, you'll:
Be the owner of tee sheet implementations for all new customers
Be the trusted point of contact for new customers during their critical first months
Expand and update Club Unity support documentation to better serve our customers